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User initiated virtual mobile management

a virtual mobile management and user technology, applied in the field of user initiated virtual mobile management, can solve problems such as privacy issues, and achieve the effects of improving support levels, enhancing user experience, and improving control of vmm

Inactive Publication Date: 2011-03-03
W2BI
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

[0006]Another objective of the invention is to enhance user experience in a user initiated virtual mobile management process.
[0007]Still another objective of the invention is to provide a user with better control on the VMM by allowing the user to pause streaming when performing sensitive transactions.

Problems solved by technology

Although VMM offers the opportunity to dramatically improve support levels and enhance user experience, it also brings up issues of privacy.

Method used

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  • User initiated virtual mobile management
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Examples

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Embodiment Construction

[0015]Although the invention will be described in terms of a specific embodiment, it will be readily apparent to those skilled in this art that various modifications, rearrangements and substitutions can be made without departing from the spirit of the invention. The scope of the invention is defined by the claims appended hereto

[0016]In the below model the client on the device will provide the user with all the options that are available to contact the Help Desk. Each Query (Support Request) will go to the Message Router. The Message Router will route the messages in the queue to the Event Dispatcher to process the user initiated request. The Event Dispatcher then dispatches the request to the appropriate group for troubleshooting.

[0017]The User can have different options for requesting Remote support from the Help Desk like Data Connectivity issues, Device Configuration issues, Account Details, Billing request etc.

[0018]The connection mode can be SMS (Short Message Service), IVR (...

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Abstract

Disclosed is a user initiated virtual mobile management process to improve support levels and enhance user experience. With this invention the user will have better control on the VMM as it allows the user to pause streaming when performing sensitive transactions. The user can directly make a connection with the help desk administrator for issue resolution that the user has on the mobile device. User can initiate the request through SMS, IVR, or Data Connection.

Description

FIELD OF INVENTION[0001]The present invention relates to mobile wireless communication devices, systems, networks, and methods of operation. This invention describes remote management of the mobile devices when a user initiates the trouble ticket request. This invention also deals with the various modes for the user to request remote support.BACKGROUND OF INVENTION[0002]Virtual Mobile Management (VMM) is a tool used by the Help Desk Administrators and other technicians to access user's Mobile Device for support purposes. When VMM is active the support personnel can do one of two things: 1) Observe activity on a user's Mobile Device or 2) Take control of a user's Mobile Device directly and perform a task or correct a problem. VMM is an extremely valuable support tool. The ability to observe activity on a user's mobile device allows support personnel to quickly pinpoint the source of a user's problem and provide proper instructions to the user. The ability to take control of a user's ...

Claims

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Application Information

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Patent Type & Authority Applications(United States)
IPC IPC(8): H04M3/00H04W4/00
CPCH04M3/493H04M3/523H04M3/5237H04W88/18H04W24/02H04W76/02H04M2207/18H04W76/10
Inventor PARMAR, RAMESHGONSALVES, DEEPAKJAGANNATHA, DEEPA
Owner W2BI
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